Service Level Manager

Experience: 7 to 10+ years in IT Service Management, with a minimum of 4 years in Service Level Management or Service Delivery.

Role Purpose The Service Level Manager will be responsible for driving proactive Service Level Management across Applications, Infrastructure, and Data Warehouse services. The role focuses on improving SLA and OLA performance, preventing service breaches, enhancing ServiceNow reporting and executive dashboards, and driving continual service improvement through ITIL best practices.

Key

Responsibilities

• Own and improve SLA, OLA, and KPI performance across all service towers.
• Proactively identify and prevent SLA breaches through trend analysis and governance.
• Develop and maintain executive-level ServiceNow dashboards and reporting.
• Analyse service performance and recommend continual service improvements (CSI).
• Partner with Incident, Problem, and Change Management teams to improve operational performance.
• Ensure ITIL process compliance and governance across ITSM practices.
• Present service performance, risks, and improvement plans to leadership.

Skills & Qualifications

• Strong ITIL and ITSM knowledge.
• Extensive ServiceNow reporting and dashboard experience.
• Experience in Incident, Problem, Change, and Service Level Management.
• Strong analytical, stakeholder management, and executive communication skills.
• ITIL v4 certification preferred."